German Speaking Customer Support Specialist | Remote Portugal
Job Description
We are recruiting German-speaking Customer Support Specialists for a fully remote position based within Portugal, delivering dedicated customer service for an international consumer brand.
In this role, you will be the primary point of contact for German-speaking users, handling product and account-related inquiries across digital channels. You will troubleshoot service requests, assist with everyday platform navigation, and ensure high customer satisfaction from your home office setup.
Your Role
- Deliver friendly, professional, and prompt customer assistance in German via phone, email, and live messaging.
- Assist customers with account configurations, order management, billing inquiries, and service updates.
- Diagnose customer challenges accurately and guide users toward clear, sustainable resolutions.
- Maintain high service quality, response speed, and customer satisfaction (CSAT) scores.
- Accurately log customer interactions, case details, and outcomes in internal CRM databases.
- Identify recurring issues or usability obstacles and report them proactively to team leads.
- Collaborate with peers and internal escalation units to resolve complex cases smoothly.
- Native or near-native fluency in German (C1/C2 level), both written and spoken.
- Good working proficiency in English (B2 level or higher) for internal tools, systems, and team collaboration.
- Customer-centric mindset with strong active listening, empathy, and problem-solving abilities.
- Clear verbal communication and professional written grammar.
- Comfortable working across multiple digital applications, chat tools, and ticketing software simultaneously.
- High self-discipline and dependability required for autonomous remote work.
- Prior experience in customer service, contact centers, hospitality, or retail is an advantage.
- Locals Only: Must already reside in Portugal with valid local work eligibility, tax (NIF), and social security registration (no relocation support provided).
- Work Model: 100% remote within mainland Portugal (technical equipment provided).
- Work Schedule: Full-time (40 hours per week), 8-hour daily shifts on a rotating schedule covering Monday through Sunday (with 2 scheduled rest days per week).
- Compensation & Bonuses: Competitive monthly base salary package plus performance-related monthly bonuses.
- Allowances & Perks: Daily meal allowance paid via a dedicated card, plus statutory holiday and Christmas allowances.
- Healthcare: Comprehensive private health insurance coverage effective from day one.
- Paid Leave: 22 days of annual paid leave plus statutory compensatory time off for working on Portuguese public holidays.
- Training & Development: Fully paid initial virtual training program with ongoing coaching and clear avenues for internal career progression.